Scaling a Customer Success Team

3 Answers
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 19
This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and clo...Read More
970 Views
4 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have managers who are responsible for a team of CSMs and also serve as the DRI on customer success for one or more products. CSMs n...Read More
4821 Views
2 Answers
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 19
This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation. 1. Understand the highest priorities for the business and how that translates to positively impacting customers. There are typically many tasks that CS ...Read More
754 Views
5 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product...Read More
2913 Views
6 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 18
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro...Read More
3643 Views
5 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 18
Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th...Read More
3666 Views
12 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 18
The best customer success candidates: • Communication skills: The ability to communicate with customers and all stakeholders clearly and effectively. • Customer-centric mindset: The ability to put oneself in the customer's shoes and understand their needs, pain points, and goals. A genuine pa...Read More
2894 Views
5 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. * Be curious. Take time to understand your customer’s business - one of the best parts of this job is the exposure you get to so many different types of busines...Read More
2142 Views
4 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy extending 1-2 management layers above your main champion would help. I would also ask why these champions are changing - is ...Read More
1930 Views
3 Answers
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The first step to knowing if a client is at risk of churning is to identify the potential warning signs: * Lack of Engagement * Client Turnover * Service/Support Issues * Economic Climate * Poor Performance * Low CSAT/NPS Scores Once you understand what to look for you can better assess r...Read More
755 Views